14 July 2010
As call centres continue to expand in South Africa, Vodacom has teamed up with two other technology firms to launch a hosted call centre product suite that enables customers to get on with their core business, knowing that their IT infrastructure and call centre operations are taken care of.
The Vodacom Business Data Centre has been developed by Vodacom Business together with Presence Technology, a global software provider of a modular based, all-in-one call centre solution suite, and call centre service provider INOVO.
“IT operations are a crucial aspect of any company’s operations,” Vodacom Business managing executive Ermano Quartero said in a statement last week. “One of the main concerns is business continuity; companies rely on their information systems to run their operations.
“If a system becomes unavailable, company operations may be impaired or stopped completely. Our hosted call centre product suite ensures that a company can continue to run without having to worry about their IT infrastructure and call centre operations.”
Centrally hosted platform
While call centre suppliers only offered traditional premises-based call centre solutions up to now, the new service now offers a centrally hosted call centre platform in the world-class Vodacom Business Data Centre as an on-demand, operational expenditure based, modular call centre solution.
The Presence Suite includes various modules, including inbound, outbound, recording, scripting, messaging, reporting, interactive voice responses and intelligent routing.
The hosted call centre services have been expressly designed to simplify management of call centre activities, maximising the productivity of call centre agents allocated to inbound and outbound campaigns, whether voice or multimedia.
Expansion as required
Skills-based routing to the appropriately experienced agent is integrated into the product thus enhancing both the agent and customer experience. In addition, during business peak periods, call centre supervisors can add extra agents and modules “on the fly” and scale them down when required.
In order to leverage the reliable hosted call centre technology, call centres can be accessed through telephone, fax, SMS or email.
Call centre growth
Quartero said that, according to research, the number of contact centre agent seats in South Africa would grow by 74% over the next five years. Currently, 90% of call centres deployed in South Africa are below 250 seats, of which a large majority would consider hosted call centre solutions.
Quartero said the cost of setting up and running call centre infrastructure was prohibitive. “By making use of the Vodacom Business hosted call centre service, our customers get increased customer satisfaction, product flexibility and scalability, as the product provides superior customer service at a price that is competitive for local and global organisations.
“The drive towards offering an operating expenditure costing model ensures that Vodacom Business and our business partner INOVO gives us and our customers a competitive edge in the market, where a large majority of call centres are sold as an capital expenditure model, requiring large capital outlay.”
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